IBM and Avaya Value Proposition

Note: This is the high-level IBM-Avaya value proposition, intended for usage with all audiences. The slides in this presentation are designed to be
used with additional materials that have been developed for precise solutions, industries and audiences. Please access these additional materials at:
IBM  w3.ibm.com/sales/support/information/avaya
Avaya  to Sales Portal > Partners > Global Alliance Partners> IBM

4.15.09 © 2009
Imperatives driving business today
To succeed, enterprises need to reduce costs and increase efficiency
CEO perspective
CIO mandates
Decrease costs,
increase ROI, • Streamline assets
optimize investments • Protect investments
To free up capital for • Minimize risk
other investments

Grow revenue
• Transform customer service
In a challenged
• Speed business processes
economic environment

Increase
competitiveness • Improve productivity
With a reduced cost • Drive efficiency
structure and increased • Reduce operational costs
market demands

Improve business
agility • Enable rapid, flexible change
To rapidly respond to • Ensure business continuity
new opportunities

Sources: IBM Global CEO Study 2008; IBM Institute for Business Value
analysis
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The IBM-Avaya Alliance can deliver the desired results
Address complex demands across your enterprise
Reduce costs, improve ROI, optimize investments
• Lower ongoing operating costs
and deploy capital to other areas
• Leverage existing systems and
provide a rich roadmap to new
capabilities
• Mitigate business disruption and
reduce cost and complexity through
integrated security solutions
Increase competitiveness
• Boost employee productivity
with seamless Unified
Communication solutions
• Accelerate business
transactions
through communications-enabled
business processes that reduce
human latency
• Reduce operational costs
by deploying converged
communications
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Drive revenue
• Help companies attract and
retain customers through a
richer, differentiated customer
experience
• Accelerate revenue growth by
leveraging customer intelligence
to increase cross-sell and up-sell
opportunities
Increase business agility
• Enable employees to respond
faster and smarter
through simplified, integrated
communications—regardless of
customer method of contact
• Deliver robust business
continuity and the ability to
adapt to stringent regulatory
requirements
The IBM-Avaya Alliance can deliver the desired results
Success stories

Virginia Commonwealth University

• IBM and Avaya revamped Virginia Commonwealth

University’s existing network to accommodate VOIP
and a mix of IP and digital phones

• VCU realized a 25 percent reduction in telephony

operating costs

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The IBM-Avaya Alliance can deliver the desired results
Success stories

French Insurance Agency ProBTP

• French insurer, ProBTP, needed to improve the quality of its call

answering service and reduce communication costs.

• ProBTP improved customer service with an IBM and Avaya contact

center solution that contributes to 20 percent sales growth year
over year.

• 90 percent of the 5.5 million incoming calls per year are answered in
three or fewer rings, yielding higher customer satisfaction.

• ProBTP has reduced its telecommunication expenses and leverages a

highly available ToIP and VoIP call center infrastructure.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

International Paper

• International Paper sought to achieve consistent, high levels of

customer service.

• IBM and Avaya helped the client centralize customer service operations
to one call center and develop a new business model.

• International Paper achieved a 50 percent reduction in customer

service operating costs by leveraging its new IBM and Avaya service
strategy.

• Within one year, International Paper increased customer satisfaction

by more than 80 percent and saw a more than 90 percent jump in first-
time call resolution.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

Washington, D.C. Unified Communications Center

• The city of Washington, D.C. needed to streamline communications.

• Avaya and IBM simplified the city’s Unified Communications

Center operations and consolidated functions with an integrated IP
Telephony, Contact Center and Unified Communications solution.

• The solution enables Washington, D.C.’s emergency center to

handle more than 3.5 million calls a year with greater efficiency
and flexibility.

• Emergency responders can answer 911 calls within five seconds,

faster than the national average of 10 seconds—potentially
saving lives.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

PSECU
• Deployed a state-of-the-art IBM and Avaya solution.

• Solution helps PSECU streamline processes and deliver faster,

more informed customer service.

• Agents can leverage full view of member interactions and account history.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

Pamplona, Spain

• Wants to deploy a new communications system with advanced

telephony capabilities.

• IBM and Avaya are implementing a Unified Communication

and Collaboration solution featuring presence information
and instant messaging.

• Pamplona expects the solution to increase flexibility, improve

user productivity and enable the city to better serve its citizens.

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Integrated solutions built from a complementary portfolio

CRM/Contact Center Enhance

Contact Center
optimization services customer
service
Integrated
Unified
Communication Services Communications
IBM Lotus® Sametime®
Increase
IBM WebSphere® productivity Speech Self-Service
speech technologies

Security products
Optimize IP Telephony
and services
processes
Business process and Communications-Enabled
applications services Business Processes

Streamline
Vertical solutions and global Vertical solutions and
delivery capabilities
infrastructure global reach

Jointly developed integrated business communications solutions

from two of the industry’s most respected development organizations
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An alliance wrapped with rich IBM Global Services
IBM and Avaya offer unique, industry-leading service capabilities

• Business and transformational

End User Services IT Strategy and Architecture
consulting provides clients with Services
faster ROI, innovative guidance
and business-impacting results
• Branded maintenance on Avaya Middleware Services Security and Privacy ISS
Services
solutions offer customers peace
of mind and predictability
Maintenance and
• Internet Security Solutions (ISS) Technical Support MSS Integrated
Communications Services
deliver risk management and Services
mission-critical application security
• Unmatched capabilities to Business Continuity and
Storage and Data Services
protect VoIP networks Resiliency Services
• 1000’s of customers from
SMB to Telco IP backbones
Server Services Site and Facilities Services

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The IBM-Avaya Alliance
Investment and commitment lead to customer success
Joint Investment
Technology collaboration
and integration
• IBM Lotus Notes® and Lotus
Sametime >> Avaya UC
• IBM WebSphere >> Avaya Voice
Portal, CEBP
• Integrated security requirements into
IPT Solution Reference architectures
Deep skills and expertise
• IBM GTS Avaya Practice: 306
certifications; joint sales &
delivery teams
• IBM GBS Avaya Contact
Center Expertise
• Maintenance and technical
support investment
Senior executive sponsorship
Strategic alliance partners since 2001
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Joint Capabilities Results
Horizontal solutions Over 120 joint wins globally
• Contact Center
• Unified Communications (UC)
• Telephony (Traditional and IP)
• Speech-Enabled Self-service
• Audio and Web Conferencing
• Unified Messaging
Co-developed vertical solutions
for industries including banking,
public safety and higher education
25 joint demo centers worldwide
Seamless, integrated customer support
offered through IBM maintenance services "We have been able to handle more member
interactions with consistent, personalized
Leaders in Intelligent Communications service across all channels."
• Avaya is ranked #1 in Worldwide —Rick Long, CIO, PSECU
Enterprise Telephony and
Contact Centers
• IBM in Gartner Leadership Quadrants In Washington DC, 99.7% of citizen 911
for UC and Network Services calls are answered within five seconds.
—2008 case study
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Strengths your clients can leverage
Worldwide Leader in Enterprise
Communications Systems
Integrated
Direct Relationship
The Global Industrial Leader
for Strategic IT Solutions
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Integration plus accountability
• Proven ROI through fully integrated best-of-breed unified
communications, contact center and infrastructure solutions
• Integrated security and business continuity
• Delivered by IBM, the world’s leading services
organization, and backed by Avaya reliability
Expertise to transform your business
• Consulting services to ensure business process linkage
• Customized solutions help customers differentiate their
businesses and address specific sector needs
• Scalable solutions tailored to clients of all sizes
Peace of mind as you grow
• Global reach and resources provide consistent
performance and support—regardless of customer
footprint and growth
Proven, trusted advisors
• Acknowledged worldwide leaders in voice and data
• Delivering accelerated ROI and risk mitigation in
mission-critical communications for global,
industry-leading clients 4.15.09 © 2009
The IBM-Avaya Alliance can deliver secure business
communication networks
Client view
• IP-based networks bring
new threats and inherent
security and compliance risks
• Integrated Security solutions
can help address cost and
complexity issues
• For IT budgets, security is
the number one focus and
spend area
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The IBM-Avaya Alliance
Worldwide leader in delivering effective intrusion
prevention solutions
• Only security company conducting research in VoIP
Vulnerabilities and Exploits
• Only security company delivering solutions to protect H.323
and SIP networks
• Ahead of the Threat technologies provide preemptive protection
Full security lifecycle
• Professional services assess security needs,
deploy and commission policies and solutions
• End-to-End protection: network, server and
endpoint protection for VoIP networks
• Managed security services leverage global
expertise and help reduce operational costs
Scalable security solutions for companies of all sizes
• Currently protecting VoIP networks from SMB
companies to telecommunication backbones
Recognized global security leader and trusted advisor
• 139 countries; 12,000+ clients; security advisor
to global security and secrecy organizations 4.15.09 © 2009